Shanice Hartley
Student, Tech Support
Jacksonville,FL
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
9
9
years of professional experience
1
1
year of post-secondary education
5
5
Certifications
Work History
Customer Support Specialist
McKesson (CoverMyMeds)
06.2023 - Current
- Maintains high-level of customer satisfaction (CSAT) handling customer-facing support inquiries via all communication channels comprised of product questions, production issues, and configuration requests
- Effectively translates customer needs/problems into solutions or internal support plans of action
- Reviews workload diligently to stay ahead of customer expectations and in accordance with established service standards
- Manages difficult customer situations (i.e
- Escalations) that require base knowledge of Bill trust products, internal systems, and customer-facing applications
- Identifies production issue trends and manages appropriately within leadership escalation path
- Maintains continual awareness of new products as they are introduced
- Consistently documents support cases in Salesforce and updates knowledge base when applicable
- Proven experience in a customer support, technical support, or related role, particularly in a SaaS company
- Excellent communication and interpersonal skills
- Strong problem-solving abilities and technical aptitude
- A passion for helping others and a dedication to ensuring customer satisfaction
- Strong organizational and time management skills
- Familiarity with SaaS products and services.
Customer Support Specialist 1
AT&T
02.2018 - 04.2022
- Serve customers via phone, fax, mail and/or email by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintain client database, and customer profiles
- Maintain a high inbound call answer rate
- Resolve problems by clarifying issues, researching and exploring, coming up with alternative solutions, implementing solutions, and escalating unresolved problems
- Redirect complex or specialized concerns to the appropriate team for follow-up (e.g
- Audiology inquiries, technical product support, etc.) when applicable
- Investigate and resolve problems related to the shipment of product, returns, credits, and orders
- Communicate company policies and pricing per price and policy guide
- Day to Day responsibilities could include: Answer a large number of inbound calls on a daily basis (60+)
- Assist with billing questions, pricing and warranty inquiries
- Assist with order status and tracking inquires
- Assist with backorder management for sales territory
- Assist with web services
- Assist with case management for sales territory
- Assist with customer account and contact maintenance for sales territory
- Handle customer complaints with sense of urgency and see through to satisfactory resolution
- Work cross functionally to ensure an effortless customer experience
- Ability to consistently meet stated KPIs
- Complies with all local, state and federal laws and regulations
- Complies with all Company policies, processes and procedures
- All other duties as assigned.
Technical Support and Customer Support Agent
Verizon Wireless
06.2015 - 10.2017
- Serve as the primary point of contact for all Members
- Answer inbound phone calls as primary responsibility, return calls, and follow up on emails
- Respond to a variety of technical and non-technical inquiries as quickly and accurately as possible
- Stay in communication with each Member until you’ve resolved their issue while documenting the progress of the issue throughout
- Escalate issues to the next level of Support when appropriate
- Monitor and track support cases within Salesforce, WebPT’s help desk and customer relationship management (CRM) system
- Provide feedback on, utilize, and contribute to the knowledgebase to facilitate quicker issue resolution
- Organize and prioritize caseload to meet SLAs and identify tickets in need of escalation
- Adhere to all confidentiality and compliance regulations, including HIPAA
- Reliable and punctual in reporting for work and taking designated breaks
- Knowledge of Linux command-line and scripting languages (python or bash)
- Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources
- Exceptional analytical and problem solving skills, able to multi-task and thrive in a fast paced environment
- Outstanding communication and interpersonal skills
- Three years of Linux experience.
Education
Bachelor of Science in Information Technology -
10.2021 - 03.2023
Skills
Inbound Call HandlingCustomer ServiceProblem SolvingTeamworkAdaptabilityTime ManagementCommunicationMultitaskingRapid LearningTechnical TroubleshootingSaaS SupportCRM Systems (Salesforce)AWS Infrastructure ManagementSharePoint AdministrationCustomer Service ExcellenceProficiency in CRM Systems (eg, Salesforce)Strong Communication and Interpersonal SkillsTechnical TroubleshootingTime Management and PrioritizationFamiliarity with WebPT Products or Similar Software (if applicable)
LAN/WAN
System Maintenance
Help Desk Support
Online Chat Support
Desktop Support
Access Management Software
Customer Service Expert
Employee Computer Support
Certification
Technical Support - 2023
Accomplishments
- Consistently exceeded customer satisfaction goals, achieving a 95% or higher customer satisfaction rating throughout the two-year tenure.
- Spearheaded a cross-functional team initiative to streamline the claims inquiry process, reducing resolution times by 30%.
- Received the “Outstanding Customer Support Specialist” award for outstanding performance and dedication to providing exceptional service.
- Successfully resolved a high-profile member issue, earning commendation from senior management and improving the company’s reputation.
- Awarded “Employee of the Month” three times for consistently exceeding performance targets.
- Led a team that achieved a 20% reduction in customer complaints within the first quarter of management.
- Recognized for expert technical support skills, consistently maintaining a high customer resolution rate
Timeline
Customer Support Specialist - McKesson (CoverMyMeds)
06.2023 - Current
Full Sail University - Bachelor of Science in Information Technology,
10.2021 - 03.2023
Customer Support Specialist 1 - AT&T
02.2018 - 04.2022
Technical Support and Customer Support Agent - Verizon Wireless
06.2015 - 10.2017